Customer Experience

**Come create the technology that helps the world act together**

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

**The team you'll be part of**

The Customer Experience organization provides a common interface to customers including account and relationship management, acting as the voice of the customer internally and creating demand across our business groups. While bringing deep understanding of local markets for our customer, the CX organization ensures strong alignment between sales and delivery teams.

**What you will learn and contribute to**

As part of our team, you will:

- TSS consultant is accountable & responsible for TSS E2E business in assigned territory.
- Is Responsible for protecting TSS Value & will take over engagement Manager role & responsibilities for those cases
- Customer engagement support on opportunities & strategic TSS portfolio items
- Execute TSS sales push programs in assigned customers by using White Space analysis
- Drive specific TSS portfolio items, Scope & Upsell
- Ensure use of Contract Management Framework CMF analysis
- Understand TSS (Technical Support Services) requirements in customer tenders (Request for Proposals i.e. RFPs) and define Services scope.
- Prepare TSS Services sales proposal as response to customer tenders.
- Define and document technical customer solution, respond to technical sections of tenders, and prepare costing/pricing.
- Responsible for developing sales cases during sales phase as per Market requirements
- Ensuring efficient scoping and costing and lucrative value proposition creation and communication to stakeholders.
- Collaborate with CMBD teams and provide market level insights in sharping the pricing and position the ‘winning offers’ towards the customer
- Takes proactive role for system deals in selected cases.
- Provides local best practices sharing to global knowledge management repository (TSS)
- Establish strong Interfaces towards: TSS SU, RBC Markets, CX, GSS, RBC Services Delivery, CMBD
- High Level of Portfolio Understanding & Commercial Modelling
- Ensures Competences in:

- Competitor, Market Intelligence & Customer Business Understanding
- Customer Business Case & Solution creation, Business Modelling
- Consultative Sales with Negotiation Tactics
- Financial Understanding with Customer Pricing
- Relationship management
- Advanced Sales Presentation skills

**Your skills and experience**

You have:

- Experience in Bid Management, Tendering Support, knowledge on scoping and cost analysis, estimation, and benchmarking.
- Prepare Care Services sales proposal as response to customer renewal requests
- Provide relevant service documentation in customer solution creation and negotiatio
- Provide handover deliverables as part of PTA
- Involved in Cost approval review process
- Negotiation skills to defend the case with internal stakeholders and towards the customers
- Responsible for scoping and cost analysis, estimation, and benchmarking

Ensures Competence:

- Competitor, Market Intelligence & Customer Business Understanding
- Customer Business Case & Solution creation, Business Modelling
- Consultative Sales with Negotiation Tactics
- Financial Understanding with Customer Pricing
- Relationship management
- Advanced Sales Presentation skills

It would be nice if you also had:

- Service Product Management
- Service Solutioning
- Knowledge of Radio Access/Converged Core/ IP Transport/OSS
- Experience in project deployment/field experience/Care Program Management would be an added advantage
- Customer Business Understanding
- Customer Handling
- Processes and Tools
- Risk management
- Cost & Profitability
- Solution Selling
- Bid capability
- Team Resource managing capability
- Flexibility to work beyond working hours and stretch to meet deadlines**E**

**Education background**:

- B. E/ B Tech/ Masters in Electronics/Communication/Electrical/Telcom/IT
- Experience of 12-18 years actively involved in Telco/IT project planning/implementation / Maintenance

**What we offer**

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

**Nokia is committed to inclusion and is an equal opportunity employer**

Nokia has received the following recognitions for its commitment to inclusion & equality:

- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloo